"Aftermarket services typically offer higher profit margins than the sale of capital equipment and therefore OEMs are increasingly looking for ways to tap into this potential," said Christopher MacLuckie, solution manager, Aerospace and Defense Business Unit, SAP Labs. "However, the competition in this space is fierce, so providing superior customer service can be a huge differentiator. By integrating the latest technology into their aftermarket service processes, OEMs gain real-time insights into customer information and equipment status, enabling them to respond faster and improve service levels."

SAP helps A&D OEMs win in the aftermarket by:

Improving customer service: Using the SAP 360 Customer solution powered by SAP HANA, OEMs can take advantage of the latest customer relationship management functionality combined with in-memory technology to make sense of "big data." They can solve customer issues faster and smarter, ultimately streamlining service operations. In addition, SAP partner HCL delivers iMRO, a maintenance, repair and overhaul (MRO) solution endorsed by SAP and an add-on to the SAP Enterprise Asset Management (SAP EAM) solution. Complementing each other, iMRO and SAP EAM provide end-to-end support for the repair services business, from planning and engineering to work scoping and execution. Companies benefit through higher asset utilization and fewer un-forecasted flight schedule interruptions.

Increasing productivity: SAP technology in enterprise mobility and visualization can help OEMs reach a new level of operational efficiency by supporting process workers with real-time, contextual data that leverages the latest advances in 3-D visualization. Customer service activities supported by 3-D visual aids can improve understanding and help ensure consistency. In maintenance operations, for example, giving 3-D animated work instructions to technicians allows them to perform repair procedures with speed and accuracy, helping reduce turnaround times and improve asset availability.

Customers will demonstrate how they are using innovative technologies from the SAP for A&D solution portfolio to boost their profitability in the aftermarket services business at SAPPHIRE NOW, being held May 14-16 in Orlando, Florida. HCL will be onsite at booth 351 with more information on iMRO. To learn more, visit the SAP for Aerospace & Defense page on sap.com. For more information, visit the SAP Newsroom. Follow SAP on Twitter at @sapnews and @SAPAerospace.